In Fortifi you can create as many Support Departments and Queues as you want, allowing you to segment your Support Tickets as much as you would like. This can be as simple as having one Support department and one Billing Department, each with just one Generic Queue within them.
Alternatively this could be very detailed with multiple Queues in each department to really allow you to segment your Support Teams and get better reporting on the types of queries you are receiving.
Create and Manage your Departments and then once those are setup do the same for Queues.